Section 1.  “Open Door” Policy

It is the policy of DOH CAR management to encourage employees to take problems to the next level of management if they are unable to resolve a situation with their direct supervisor.

Section 2. Customer Focus and Continual Quality Improvement

Section 2.1 Quality Culture and Continual Quality Paradigm

Being ISO 9001:2008 certified, the DOH CAR adopts a quality culture.  Thus, all employees are expected to commit to being customer-focused and the adoption of a continual quality improvement lifestyle.

DOH CAR employees shall continually look for ways to improve the quality of services delivered to customers, and actively obtain and respond to client expectations and suggestions. All service providers shall know and respond to their customers’ needs and expectations within the mandate of the office and to the extent allowed by available capacities and resources.

Section 2.2 Customer-first Policy

The training point persons, event organizers and all service providers shall implement a customer-first, guest-first, disabled and elderly, pregnant-first, women and children-first policy in all queues/lines including food. During events, invited guests and VIPs shall be guided to their designated seating places and shall be accorded warm hospitality.

Trainings to develop internal capabilities shall be done as much as possible in the DOH CAR Training Center so that the service providers can serve their customers while undergoing training.

Section 2.3 “No-break” Policy

The DOH CAR implements a “no-break policy” to ensure the un-interrupted delivery of services during lunch break and snack break (also see Chapter 2, Section 9, Anti-red Tape Act).  Telephone calls or personal visits to transact official business shall not be viewed as interruptions to work, meetings or trainings inside or outside the office, but rather as opportunities to serve customers. The concerned service providers and officials shall be responsive to the official/legitimate needs and queries of customers directed to them, personally as well as those delegated by their superiors.

The DOH-CAR employees are expected to accept and respond to official calls and requests from internal and external customers after working hours, on week-ends and holidays, and even when they are on leave of absence. This is on the premise that they are government servants until they retire or are separated from the office.

Section 2.4 Public Assistance and Complaints Desk and Customer Satisfaction Surveys

To be responsive to customer complaints and suggestions, the DOH CAR conducts various Customer Satisfaction Surveys for external and external clients. The personnel in charge of the Public Assistance and Complaints Desk (PACD) ensures that each customer has access to the services needed during the visit, to ensure responsiveness of the DOH CAR.  Boxes for customer feedback are also available, and the DOH CAR website and newsletter provide additional means of   communicating with customers.

The PACD also acts as a public relations desk, where all guests may access information as to the proper service provider to approach for various needs or concerns. Questions and complaints are received through the desk, or through hotlines or “helplines”, or website established by the office.

In keeping with the quality standards of ISO 9001:2008, all process owners shall develop means of gathering, analyzing and responding appropriately to customer feedback. The Statistics Unit shall take responsibility for consolidating, analyzing and reporting the results of all customer satisfaction surveys/feedback of the DOH-CAR customers on a quarterly and annual basis.

Section 2.5 “Bilis-Aksyon” Partner

            In keeping with CSC MC No. 15 s. 2012, the Anti-red Tape Act and the “Mamamayan Muna” policy of the Civil Service, the head of the Human Resource Management and Development Section is the designated Bilis Aksyon Partner.  The Bilis-Aksyon Partner is tasked to monitor and/or ensure quick action on reports received from the public, oversees the implementation of the Anti-Red Tape Act in the DOH CAR, and submits the necessary reports.

Section 2.6 Consumer Complaints Conciliation and      Arbitration

The DOH has set procedures in the conduct of conciliation and arbitration of consumer complaints applicable to cases under DOH jurisdiction through an Administrative Order. The resolution of consumer complaints applicable to cases under DOH jurisdiction is guided by Joint DTI-DOH-DA Administrative Order No. 1 series 1009, promulgated by virtue of R.A. 7394, or the Consumer Act. The Secretary of Health has also designated Consumer Arbitration Officers in each Regional Office assigned to handle such cases.

Section 3. Core Values/Norms of Behavior of DOH Officials and Employees

The DOH CAR adopts the Norms of Behavior for Officials and Employees of the Department of Health stated in Administrative Order No. 2007-0042 dated December 27, 2007. This policy is based on Republic Act No. 6713, “An Act Establishing a Code of Conduct and Ethical Standards for Public Officials and Employees”.

Section 3.1 Core Values of the DOH

The DOH CAR is committed to upholding the highest standards throughout the agency to enhance the quality and efficiency of public service. DOH CAR officials and employees shall accept personal restrictions that might be viewed as burdensome by the ordinary citizen and shall do so freely and willingly. In particular, DOH CAR officials and employees shall conduct themselves in a way that is consistent with the dignity and mandate of the agency. To this end, all DOH CAR officials and employees shall observe the following core values in the discharge and execution of their official duties:

  1. 1. Integrity – Doing what is morally right and proper.
  1. Excellence – Striving for the best and taking pride in the calling and practice of one’s profession according to ethical standards and applying appropriate technical knowledge to best serve the public.
  1. Compassion and respect for human dignity – serving anybody with sympathy and benevolence irrespective of race, sex, creed or religion and upholding the sanctity of human life.
  1. Commitment to public interest and democracy – always uphold the public interest over and above personal interest. All government resources and powers of their respective offices must be employed and used efficiently, honestly and economically, particularly to avoid wastage in public funds and revenues.
  1. Professionalism –Performing one’s duties with the highest degree of excellence, intelligence, skills and utmost devotion and dedication to duty. Endeavor to discourage wrong perceptions of their roles as dispensers or peddlers of undue patronage.
  1. Teamwork – Giving full coordination and cooperation with the mindset of achieving optimum result.
  1. Stewardship of the environment – pro-actively preserving and sustaining environmental resources.
  1. Political Neutrality – Providing service to everyone without unfair discrimination and regardless of party affiliation or preference.
  1. Simple Living – leading a modest life commensurate to one’s position and income, and not indulging in extravagance or ostentatious display of wealth in any form.

Other values/norms adhered to are justness and sincerity, responsiveness to the public, nationalism and patriotism, and commitment to democracy.

Section 3.2 Rules on Fidelity to Duty

  1.  DOH CAR officials and employees shall, at all times, exhibit utmost respect to the public and maintain a deep sense of commitment to the mandate of the office.
  2. DOH CAR officials and employees shall not discriminate against or dispense undue favors to anyone. Neither shall they allow kinship, rank, position, affiliation or favors to influence the performance of their official acts or duties. They shall endeavor to discourage wrong perception of their roles as dispensers or peddlers of undue patronage.
  1. DOH CAR officials and employees shall perform their duties efficiently, promptly, and without bias or prejudice.
  2. DOH CAR officials and employees shall avoid any impropriety and the appearance of any impropriety in all of their activities.
  1. DOH CAR officials and employees shall not engage in conduct incompatible with the faithful discharge of their official duties.
  1. DOH CAR officials and employees shall, at all times, perform official duties properly and diligently. They shall fully commit themselves to the duties and responsibilities of their office during working hours.
  1. DOH CAR officials and employees shall not discriminate or manifest, by word or conduct, bias or prejudice based on race, national or ethnic origin, gender, political belief or affiliation.
  1. DOH CAR officials and employees shall use the assets and resources of the office, including funds, property, goods and services, economically, productively, effectively, only for official activities, and solely for the purpose required by law.
  1. DOH CAR officials and employees shall carry out their duties and responsibilities as public servants with utmost and genuine courtesy, fairness, honesty and in compliance with the law.
  1. DOH CAR officials and employees shall submit performance reports and other documents required by law, such as Statement of Assets and Liabilities and Net Worth (SALN), Income Tax Returns and other public documents as may be required by the agency.

 Section 3.3 Rules on Transparency

  1.  DOH CAR officials and employees shall extend prompt, courteous, adequate and effective service to the public.
  2. DOH CAR officials and employees shall state their policies and procedures in clear and understandable language, ensure openness of information, public consultation whenever appropriate, encourage suggestions, simplify and systematize policy, rules and procedures.
  3. DOH CAR officials and employees shall, at times, exercise transparency in all transactions, contracts, relationship and interest of the agency especially if it involves public interest.
  4. DOH CAR officials and employees shall, at all times, make accessible all public documents and transactions for inspection by the public within reasonable working hours provided it is not in violation of the rule of confidentiality required by existing laws, rules and regulations.

Section 3.4 Rules on Confidentiality

  1.  DOH CAR officials and employees shall not disclose any confidential information acquired by them in the course of or by reason of their employment in the Office. Pursuant to Section 7(c) of Republic Act 6713, otherwise known as the Code of Conduct and Ethical Standards for Public Officials and Employees, they shall not use or divulge confidential or classified information officially known to them by reason of their office and not made available to the public either:

(1) To further their private interests or give undue advantage to anyone; or

(2) To prejudice the public interest.

  1. DOH CAR officials and employees shall not alter, falsify, conceal, destroy or mutilate any public and official record which have come into their possession in the course of, or by reason of, their employment in the Office.

 Section 3.5 Rules on Conflict of Interest

  1.  DOH CAR officials and employees shall, at all times, exhibit loyalty to the public and commitment to the mandate of the DOH;
  2. DOH CAR officials and employees shall not engage, directly or indirectly, in any of the following or similar acts:

2.1. Enter into any contract with the DOH for the supply of drugs/ medicines, equipment, supplies and other related items, services, and lease or sale of property;

2.2. Participate in any official action involving a party with whom either he/she or any of his/her relatives is negotiating for future employment;

2.3. Seek additional employment or engage in any other undertaking outside the DOH that prejudices in any manner his performance of official functions, or undermines the interest of the DOH;

2.5 .Recommend any person for employment to any supplier, or any other person doing business with the DOH; or

2.6. Give undue advantage to anyone to further the personal/private interest of the DOH official/employee and the one who benefitted therefrom.

 Section 3.6 Rules on Outside Employment

  1.  Unless authorized by the head of agency, employment in the DOH shall be on a full-time basis and shall constitute the primary employment of its officials and employees.
  1. DOH CAR officials and employees shall during their incumbency shall not own, control, manage or accept employment as officer, employee, consultant, counsel, broker, agent, to any private corporation or company, unless authorized by the head of agency.
  1. DOH CAR officials and employees may engage in additional employment outside the agency, after securing the proper authority and subject to the following conditions:

3.1. The outside employment can and shall be performed outside the normal working hours;

3.2. The outside employment is not in conflict with the performance of the duties and responsibilities of the DOH official or employee, or the functions of the DOH unit;

3.3. The outside employment does not require or induce the DOH official or employee to disclose confidential information acquired in the course of or by reason of his employment in the DOH.

Section 3.7 Rules on Relations with the Public

  1.  DOH CAR officials and employees shall treat the public with utmost respect, courtesy, consideration and reason.
  1. DOH CAR officials and employees shall observe objectivity, impartiality and propriety in the performance of their official functions. They shall conduct themselves with dignity and refrain from conduct that might bring discredit or embarrassment to the DOH.
  1. DOH CAR officials and employees shall avoid making inappropriate public comments, including statements of personal opinions that can be construed as official.
  1. DOH CAR officials and employees shall commit themselves to fairness and equality. They shall take an active role in ensuring that their work environment is free from any form of discrimination and harassment.

 Section 3.8 Rules on Post-Employment

  1.  Former DOH officials and employees who have joined private institutions and whose present employment bears a direct relationship with their former positions are strictly prohibited from making transactions, directly or indirectly, with incumbent DOH officials and employees on any matter/case pending with the DOH, the approval of which had been dependent on the former DOH official/employee.
  2. Incumbent DOH personnel shall observe the following ethical standards in dealing with former DOH officials and employees:

2.1. Except as provided herein, in no instance or occasion, inside or outside the office, shall incumbent DOH officials and employees transact, directly or indirectly, on any matter with former DOH officials and employees who are presently suppliers, manufacturers, and distributors of any pharmaceutical products, hospital and office equipment and supplies; owners of services such as security, catering, janitorial; and other companies with similar dealings with the DOH.

2.2.The preceding prohibition shall likewise apply to an\y transaction with the agent or representative of said former DOH officials and employees.

2.3. By way of exceptions, the following circumstances may be considered regular and proper:

2.3.1 During DOH legal and/or administrative proceedings

2.3.2 During requests for DOH assistance.  For requests for DOH assistance, the Public Assistance Office (PAO) or the appropriate DOH agency may extend assistance to former DOH officials and employees on official business only.

2.3.3 Meeting by chance or accident, if due to some unavoidable circumstances, there is a meeting by chance or accident between an incumbent DOH official or employee and a former DOH official employee who is covered by the prohibitions under this rule, this meeting shall not be considered a violation of this order.

  1. In order to discourage the wrong perception that they are peddlers of undue patronage, no incumbent officials and employees shall recommend the hiring of services of former DOH officials and employees engaged in the private practice of their profession and/or engaged in the pharmaceutical, hospital equipment and supply businesses, security services, janitorial services, catering services.
  1. Unless authorized by law or regulation, any former DOH official or employee cannot practice his profession in connection with any matter before the DOH office or unit he/she used to work for, within a year after such resignation, retirement, or separation. Any violation hereof shall be ground for administrative disciplinary action upon re-entry into government service.


Section 3.9 Rules on Public Interest

  1. Public interest, at all times, shall be given due course, DOH officials and employees, at all times, shall not solicit or accept, directly or indirectly, any gift, gratuity, favor, entertainment, or loan, regardless of cost, in the course of their official duties and in connection with any operation being regulated or any transaction which may be affected by the functions of their office.
  2. DOH officials and employees shall faithfully observe the DOH rules on gift-giving.

 Section 4. General Principles Governing Public Officers and Employees

Based on Executive Order No. 292 (The Administrative Code of 1987), Chapter 9, Book I, “General Principles Governing Public Officers), the DOH CAR officers and employees commit to the following governing principles and policies:

  1. Nature of Public Office – Public office is a public trust. Public officers and employees must at all times be accountable to the people, serve them with the utmost responsibility, integrity, loyalty and efficiency, act with patriotism and justice, and lead modest lives.
  1. Policy on Change of Citizenship – Public officers and employees owe the State and the Constitution allegiance at all times, and any public officer or employee who seeks to change his/her citizenship or acquire the status of an immigrant of another country during his/her tenure shall be dealt with by law.
  1. Declaration of Assets, Liabilities and Net Worth – A public officer or employee shall upon assumption of office and as often as thereafter as may be required by law, submit a declaration under oath of his/her assets, liabilities and net worth.
  1. Ethics in Government – All public officers and employees shall be bound by a Code of Ethics to be promulgated by the Civil Service Commission.
  1. Inhibition Against Purchase of Property at Tax Sale – No officer or employee of the government shall purchase directly or indirectly any property sold by the government for the non-payment of any tax, fee or other public charge. Any such purchase by an officer or employee shall be void.
  1. Powers Incidental to Taking of Testimony – When authority to  take testimony or receive evidence is conferred upon any administrative officer or any non-judicial person, committee, or other body, such authority shall include the power to administer oaths, summon witnesses, and require the production of documents by subpoena by a subpoena duces tecum.
  1. Liability of Superior Officers

7.1. A public officer shall not be civilly liable for acts done in the performance of his/her official duties, unless there is a clear showing of bad faith, malice, or gross negligence.

7.2.  Any public officer who, without just cause, neglects to perform a duty within a period fixed by law or regulation, or within a reasonable period if none is fixed, shall be liable for damages to the private party concerned without prejudice to such other liability as may be prescribed by law.

7.3. A head of a department or a superior officer shall not be civilly liable for the wrongful acts, omissions of duty, negligence, or misfeasance of his/her subordinates, unless he/she has actually authorized by written order the specific act or misconduct complained of.

  1. Liability of Subordinate Officers – No subordinate officer or employee shall be civilly liable for acts done by him/her in good faith in the performance of his/her duties. However, he/she shall be liable for willful or negligent acts done by him/her which are contrary to law

Section 5.  Integrity Management

            The DOH implements an Integrity Management Program to support the anti-corruption advocacy of the Philippine Government.  A DOH CAR Integrity Management Committee has been established to ensure the effective implementation of integrity management initiatives and measures, which are in full consonance with the strategic thrusts and priorities of the Department, and which will prevent, reduce, if not totally eradicate graft and corruption.

            All employees are encouraged to be vigilant and to report any suspected cases to the Integrity Management Committee for appropriate action.

Section 6. “No Gift”  Policy/Policy on Gifts (based on A.O. No. 2007-0043 dated December 27, 2007 and on CHD-CAR RFO No. 2008-0004 dated November 23, 2008)

  1. DOH CAR employees shall not solicit, directly or indirectly, any gift and/or benefit for themselves or for others, regardless of the cost, unless otherwise approved by the Department of Social Welfare and Development.
  1. DOH CAR employees shall not accept or receive, directly or indirectly, any gift or benefit, regardless of the cost, where this may influence, or may reasonably be seen to influence or to have influenced past, present, or future performance of their official functions.
  1. In the course of the performance of their official functions, DOH CAR employees shall not accept any fee or remuneration beyond what they are legally entitled to receive in their official capacity in accordance with law. (An example of remuneration allowed by law is the honorarium given to Food and Drug Regulation Officers for witnessing raffle promotions: PhP 350.00 if raffle is held during office hours, or PhP 500.00 if outside working hours, during holidays, and week-ends).
  1. DOH CAR employees shall not accept or receive any gift and/or benefit, directly or indirectly, irrespective of the amount, from any of the following:

a. Any tobacco or milk company and organizations/interests associated with or related to these industries. (Example: gift packs from tobacco or milk companies);

b. Any bidder, caterer, supplier, contractor, or entity with contracts with the DOH CAR and the agents of these parties. (Example: free meals, snacks or accommodations provided by suppliers/ contractors; free bags/ t-shirts or other Information and Education Campaign (IEC) materials given by suppliers of these materials).

c. Any individual or party applying for any form of DOH CAR authorization (e.g. license to operate, permit, authentication of certificate of product registration, accreditation, verification). (Example: Owners of drugstores, drug distributors/ manufacturers, drug traders/ importers, food processors, drug testing laboratories, dialysis clinics, etc.).

d. Any individual who owns any establishment which is being monitored by this Office, which includes but not limited to water refilling stations.

e. Other parties transacting business with the DOH CAR or any DOH retained hospital in CAR.

f. Any individual, counsel, witness, or their agent undergoing any fact-finding investigation being conducted by the DOH CAR or by any government agency.

g. Any accused individual, counsel, witness, or their agency in any case before the DOH CAR or before any court.

  1. DOH CAR employees may accept gifts and/or benefits from individuals:

5.1 provided that the latter do not fall within any of the classifications in No. 4.

5.2 provided further that the gifts and/or benefits received under this Section that were delivered in the work place and valued at one thousand (PhP 1,000.00) pesos or more shall be recorded in the Registry of Gifts to be provided and kept in custody by the Integrity Management  Committee (a designated DOH-CAR Office gift custodian).

  1. DOH CAR employees may give and/or receive token gifts and/or benefits to/from their fellow employees, in the office or at their homes, appropriate to the occasion during which it is given provided that the gifts and/or benefits received under this Section valued at one thousand (PhP 1,000.00) pesos or more shall be recorded in the Registry Book of Gifts to be provided and kept in custody by the designated DOH-CAR Office gift custodian. (Example: Christmas and birthday gifts).
  2. DOH CAR employees may receive cash awards or prizes allowed by law and government rules and regulations given by the DOH CAR during Anniversary and Christmas celebrations.
  3. DOH CAR staff may give and/or receive to/from their fellow employees’ emergency contribution/ assistance of a reasonable value or amount in cases of death, illness, calamity, and other similar situations. (Example: in case of serious, chronic or long lingering illness).
  4. DOH CAR employees, in their personal and/or official capacity, may receive donations of food, medical supplies, medicines, and medical devices from any donor provided such donations are covered by an appropriate Memorandum of Agreement (MOA) / Memorandum of Understanding (MOU), certificate of donation, or acknowledgment receipt and provided further that these donations shall be given to Baguio General Hospital and Medical Center (BGHMC) for their indigent patients or distributed during DOH public health campaigns or DOH health emergency response activities. Recipients of the donations shall be identified and shall affix their signature as proof of receipt of donation. The personnel concerned shall submit a report on use of the donation to the DOH CAR Regional Director and the accounting unit. However, if the donation costs less than five hundred (PhP 500.00) pesos, only an acknowledgment receipt shall be required.
  1. DOH CAR employees may receive plaques, awards, certificates, souvenirs, or other tokens of gratitude and/or benefits as appropriate to the occasion/ ceremony to which he/she is invited as a guest speaker or lecturer, provided that such plaques, awards, certificates, souvenirs, or tokens of gratitude shall not be reasonably perceived as intended to influence the employees in the performance of their official functions. Transportation and accommodation provided to enable the DOH CAR employee to be a speaker or lecturer during the occasion/ ceremony may also be accepted.
  1. DOH CAR staff, in their official and/or personal capacity, may receive gifts exchanged or given on occasions such as Christmas and Anniversary celebrations to members of Inter-Agency Councils, Committees, and other organizations to which the DOH CAR belongs provided that each gift received under this Section valued at one thousand (PhP 1,000.00) pesos or more shall be recorded in the Registry Book of Gifts to be provided and kept in custody by the designated gift custodian.
  1. DOH CAR employees shall not give gifts, tokens, or pasalubong, irrespective of the amount, to any DOH Central Office employee who is on official visit to the Office;
  1. DOH CAR employees shall not accept gifts, tokens or pasalubong, irrespective of the amount, from any of the DOH-retained hospitals during the course of their official travel to any of the said establishments;
  1. DOH CAR employees shall not allow sponsorship by its clients in the following:

14.1 meetings and training courses organized by the DOH CAR. (Example: Milk companies sponsoring activities of the Nutrition Program; Drug companies sponsoring trainings/ seminars for pharmacists which was organized by the DOH CAR, etc.)

14.2  to enable their attendance in scientific meetings or training courses held in the Philippines or in other countries unless the training of the duly authorized DOH CAR personnel is part of the specifications in the purchase contract for an equipment item procured by the office or the training involves maintenance of the purchased equipment. (Example: Cash allowance, free plane tickets, free hotel accommodation provided to DOH CAR employees by drug companies, suppliers, contractors, etc.)

  1. DOH CAR employees may receive performance-based cash awards, scholarship grants, and similar benefits granted by appropriate government agencies, non-profit private institutions, and national or international non-profit organizations.
  1. All prohibited gifts left in the DOH CAR premises shall immediately be returned to the giver. In circumstances where it is considered inappropriate or impractical to return the said gift (i.e., perishable goods), the employee with whom the gift was given shall immediately hand over the gift to the Chief of the Management Support Division, who shall then dispose of the item in favor of indigent patients at the Baguio General Hospital and Medical Center.  The MSD Chief shall notify the gift giver in writing of the disposition of the item, copy furnished the IAS.
  1. The designated gift custodian shall make periodic reports to the chairperson of the Integrity development Committee with regard the contents of the gift registry.

Any violation of these rules shall be a ground for disciplinary action, without prejudice to the filing of the appropriate administrative or criminal charges, if warranted, against the erring employee.

Section 7.  The Anti-Red Tape Act of 2007 (Republic Act No. 9485)

 The Declaration of Policy found in Section 2 of the Act states:

“It is hereby declared the policy of the State to promote integrity, accountability, proper management of public affairs and public property as well as to establish effective practices aimed at the prevention of graft and corruption in government. Towards this end, the State shall maintain honesty and responsibility among its public officials and employees, and shall take appropriate measures to promote transparency in each office or agency with regard to the manner of transacting with the public, which shall encompass a program for the adoption of simplified procedures that will reduce red tape and expedite transactions in government.”

Republic Act No. 9485 aims “to promote transparency in government with regard to the manner of transacting with the public by requiring each agency to simplify frontline service procedures, formulate service standards to observe in every transaction and make known these standards to the client.”

 The following are the ten things to know about the Anti-Red Tape Act of 2007:

  1. The law applies to all government offices including local government units and government-owned and controlled corporations that provide frontline services. Agencies performing judicial, quasi-judicial and legislative functions are excluded from the coverage of the Act but their frontline services are deemed included.
  1. The law limits the number of signatures of officials or employees directly supervising the evaluation, approval or disapproval of the frontline service (request, application or transaction) to a maximum of five (5) signatures.
  1. The law requires all government offices to draw up a Citizen’s Charter which identifies the frontline services offered, step-by-step procedures, the employee responsible for each step, the amount of fees, the documents to be presented by the client and the procedure for filing complaints in relation to requests and applications.
  1. The Citizen’s Charter must be posted as information billboards at the main entrance or most conspicuous place and in published materials.
  1. The law defines “fixer” as any individual whether or not officially involved in the operation of a government office who has access to people working therein and whether or not in collusion with them, facilitates speedy completion of transaction for pecuniary gain or any advantage or consideration.
  1. All applications/requests for frontline services shall be acted upon not longer than five (5) working days for simple transactions and ten (10) working days for complex transactions.
  1. Denial of request for access to a government service shall be fully explained in writing, stating the name of the person making the denial and the grounds for the denial.
  1. Public assistance desks should be set up in all offices and shall be attended to even during break time. All officers and employees transacting with the public should wear an ID or name-plate or other means of identification.
  1. If a government agency fails to act on an application/request for renewal of a license, permit or authority subject for renewal within the prescribed period, said permit shall automatically be extended until a decision is rendered on the application for renewal. No automatic extension however shall apply to an expired permit or license or to permits/licenses which cover activities that pose danger to public health, public safety, public morals or public policy.
  1. CSC shall conduct a survey of government agencies to check on the existence and effectiveness of the Citizen’s Charter. CSC shall publicize the results in an annual report card survey and furnish the government agency concerned the result of the survey assessment, evaluation and/or observations.

*Frontline service refers to the process or transaction between clients and government offices involving applications for any privilege, right, permit, reward, license, concession, or for any modification, renewal or extension of the enumerated applications and/or requests.

Section 8. The DOH-CAR Citizen’s Charter

The Citizen’s Charter is a clear expression of the “front-line” and most-requested services of an agency, and who are the customers entitled or qualified for those services. It describes the step-by-step procedure for availing a particular service, and the guaranteed performance levels. The Citizen’s Charter enables citizens and clients to check their expectations against what is offered, and provides a mechanism for giving feedback when expectations are not met. The Citizen’s Charter is kept up-to-date, especially in regard fees and charges, and is displayed in a conspicuous place in the DOH-CAR Office.  A handbook also contains the updated Citizen’s Charter, which is also accessible to the public through the DOH-CAR website.

The DOH CAR employees formulated the Citizen’s Charter governing their support to the Anti-Red Tape Act of 2007. The following expresses the Service Pledge of the officials and employees of DOH CAR:

“We, the officials and employees of the DOH CAR, pledge and commit to deliver quality public services as promised in this Citizen’s Charter. Specifically, we will:

  • Serve with integrity;
  • Be prompt and timely;
  • Display procedures, fees and charges;
  • Provide adequate and accurate information;
  • Be consistent in applying rules;
  • Provide feedback mechanism;
  • Be polite and courteous;
  • Demonstrate sensitivity and appropriate behavior and professionalism;
  • Wear proper uniform and identification;
  • Be available during office hours;
  • Respond to complaints;
  • Provide comfortable waiting area; and
  • Treat everyone equally.


Section 9.  “No Lunch Break/No Break” Policy

             In connection to customer focus, DOH CAR officials and employees shall attend to internal and external customers even during break periods.  Thus, employees present in the DOH CAR offices shall make their services available even to customers who arrive or seek services after working hours on a work day.

            The immediate supervisors shall see to it that all service units, especially those providing front-line services, are manned during lunch time and break periods from 10:00 to 10:15 AM, 12:00 to 1:00 PM, and 3:00 to 3:15 PM.  No customer shall be made to return another time to be attended to, or to come back the next day because they arrived at the office after office hours, as long as there are still available staff to attend to them.

Section 10. “Jury duty”

            Being on “jury duty” means that the DOH-CAR employees shall prioritize specified responsibilities, activities and tasks to be performed over other competing tasks so that they will be able to deliver specified outputs like plans, reports, documents on time.

Included under “jury” duty are:

  1. Participation in the procurement process e.g.: posting in the Philippine Government Electronic Procurement System (PhilGEPS) by assigned personnel, review and evaluation of bids by the Technical Working Group,
  1. Performance of functions of the Inventory, Inspection, Appraisal, and Disposal Committees,
  1. Execution of official functions related to health planning, health emergency/ disaster management, provision of mandated and appropriate technical assistance/other services per request of local government unit and other customers , and
  1. Other mandated/official functions duly proclaimed/assigned by the Head of the Agency to be performed on “jury” duty.

Section 11.  Completed Staff Work

In the execution of all official roles, responsibilities and tasks (i.e the preparation of policy documents, invitation letters, speeches), all DOH-CAR staff are expected to do “completed staff work”.  This includes preparing to represent the DOH-CAR in meetings and other functions. This is the mark of an efficient staff. It protects signatories and supervisors from half-baked ideas, voluminous memoranda, and immature oral presentations, the burden of gathering the pertinent details/information and working out solutions himself/herself.

Completed Staff Work is a principle of management which states that subordinates are responsible for submitting written recommendations to superiors in such a manner that the superior need do nothing further in the process than review the submitted document and indicate approval or disapproval. It also entails the study of a problem, and presentation of a doable and focused solution, by personnel. Thus, the staff are responsible for ensuring that the document or report presented to the signatory is already complete, accurate and concise.

The words “completed staff work or action” are utilized because of the tendency to present a difficult problem to the supervisor in piece-meal fashion. The duty of the subordinate is to work out the details, and not consult the supervisor in the determination of those details, no matter how perplexing they may be. Consultation may be done with other staff or other agencies, and a final, and not a rough, draft shall be presented to the supervisor.

Program managers are considered to have the technical expertise, and thus are expected to be able to advise their supervisors what they ought to do, not to ask the supervisor what they ought to do. The decision-makers need the answers of their staff, not their questions. Thus, the job of the staff is to study, write, restudy and rewrite until they have produced a single and best proposed action for presentation, preferably in finished form or at least a final draft.

Section 12.  Communication and Coordination

DOH-CAR employees shall communicate officially with customers, stakeholders and other partners through letters signed by the Head of Agency/Officer-in-Charge. Any verbal communication, commitment, agreement, or recommendation shall not be considered “official” until it is duly approved by the Head of Agency in writing. Initial boxes shall be provided for the Division Chiefs/OICs on the file copy of all out-going letters to indicate that they are aware of the contents.

DOH CAR employees shall conduct official coordinate with customers and stakeholders through channel/hierarchy. Staff shall not make decisions on their own but shall refer any decision, commitment or agreement to the supervisor(s), especially for difficult problems or concerns.  The Head of Agency shall designate official spokespersons for emergencies/disasters, or risks.  Concerned program managers and experts may represent their own programs during Kapihan sessions.

All employees and officers provided with cellular phone allowance are expected to keep their cellular phones on “24/7”.  All DOH-CAR employees (with or without cell phone/communication allowance) are expected to respond to text messages and telephone calls  from other staff and their supervisors at all times, especially during emergencies, since DOH is a front-liner in the social service sector, especially for health emergencies, public health risks and disaster-related concerns.  Thus, the supervisors with cellular phone allowance may share their allowance accordingly, with their staff.